Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences.
Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams.
Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support. Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers.
We are looking for a Senior Engineer to join the team that enables the core technologies that Fin is built on. This role is especially compelling for engineers who enjoy scaling Elasticsearch in production and who also like working across adjacent systems such as MySQL, ingestion pipelines, and owning how they operate from low level systems engineering to all parts of our Rails and monolith.
Our team’s mission is to accelerate Fin’s growth and stability through educated and operationally excellent core technology usage. This means that we’re here to help product engineers and ML scientists build simpler, more performant product - faster. This can be through things like making low level database improvements that enhance everyone's experience, building best in class Elasticsearch tooling, or partnering with teams that utilise any of Fin’s core technologies or our build patterns. Previous projects from the team include future-proofing our databases through sharding and building a mechanism to migrate Elasticsearch indexes for scale and profit.
We’re building a robust platform where your expertise will be applied to areas such as building a beautiful Messenger, an efficient teammate experience, a secure by default system, all while scaling the platform to billions of users and shipping two hundred new versions of Intercom to production every day.
Delve deeper into our engineering culture at Fin.engineering and explore our engineering values.
What will I be doing?- Own high-impact work on Elasticsearch at scale, including index design, shard and partitioning strategy, cluster health, performance tuning, safe migrations, and operational excellence.
- Collaborate with world-class domain experts to shape our technical direction and infrastructure as we grow.
- Deeply own aspects of our infrastructure at Fin and autonomously executing on high impact projects - including writing application code, automating systems, improving observability and low-level tuning of datastores used in production, test and development across Fin.
- Value agility and simplicity, just as you prioritise scalability and uptime. Our continuous deployment approach ensures focus on gradual improvements. Major accomplishments are introduced incrementally, staying under the radar with feature flags.
- Contribute to all phases of software development including ideation, prototyping, design and implementation. This role has a mix of both hands-on development as well as strategic work and enablement.
- Play an active role in the hiring, mentoring, and career development of other engineers.
- Raise the bar for technical standards, performance, reliability, and operational excellence across Fin.
- Excellent pragmatic engineering skills.
- 5+ years experience in a production environment, with contributions to the design and architecture of distributed systems.
- Strong experience with at least one major production datastore or search system, with Elasticsearch being especially relevant for this role.
- Good judgment around Elasticsearch in real-world systems, such as index and mapping design, cluster operations, scaling patterns, performance tuning, or migrations.
- Expertise in backend technologies such as MySQL, Memcached, as well as Linux.
- Ideally, you’ve supported scaling a SaaS product in a previous role and loved the satisfaction that comes with knowing that people around the world are using something you’ve created.
- Significant, demonstrated impact that your work has had on the product and/or the teams you worked with.
- Proficient with standard software engineering methodologies, e.g. unit testing, object-oriented design, data structures, code reviews, design documentation, and utilising observability tooling.
- Understanding of modern web apps and distributed systems, along with an ability to articulate technical challenges and solutions.
- Experience as a technical lead for large multi quarter projects and programs including defining the roadmap.
- Ability to learn quickly, iterate, unblock yourself, and persist until the right problem is solved.
We are a well treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us!
- Competitive salary and equity in a fast-growing start-up
- We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
- Regular compensation reviews - we reward great work!
- Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.
- Pension scheme & match up to 4%
- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
- Flexible paid time off policy
- Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
- If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
- MacBooks are our standard, but we also offer Windows for certain roles when needed.
#LI-Hybrid
Policies
Fin has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.
We have a radically open and accepting culture at Fin. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.
Fin values diversity and is committed to a policy of Equal Employment Opportunity. Fin will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.
Skills Required
- 5+ years experience in production environments with contributions to distributed systems design and architecture
- Strong experience with at least one major production datastore or search system (Elasticsearch especially relevant)
- Practical knowledge of Elasticsearch: index and mapping design, shard/partitioning strategy, cluster operations, performance tuning, and safe migrations
- Expertise with backend technologies such as MySQL, Memcached, and Linux
- Proficiency with software engineering best practices: unit testing, object-oriented design, data structures, code reviews, and design documentation
- Experience with observability tooling and improving system reliability and operational excellence
- Experience as a technical lead for large multi-quarter projects, including defining roadmaps
- Demonstrated significant impact on product and/or team outcomes
- Ability to learn quickly, iterate, unblock yourself, and persist until problems are solved
- Experience supporting scaling a SaaS product
Intercom Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Intercom and has not been reviewed or approved by Intercom.
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Parental & Family Support — Parental leave includes up to 26 weeks fully paid for birthing parents and 6–8 weeks for non-birthing parents as a highlighted benefit. Family support is emphasized alongside flexible time off.
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Healthcare Strength — Comprehensive medical, dental, and vision coverage is offered for employees and dependents, with EAP/mental-health support and income protection. Company-paid life insurance up to 4x salary is also included.
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Fair & Transparent Compensation — Compensation is positioned as market-rate by role, level, and location, with a formulaic approach described in public pay materials. Market-visible salary bands reinforce clarity around typical ranges.
Intercom Insights
What We Do
Intercom is the next generation customer service platform, built for an AI-first world. Intercom is the only platform that combines an AI Bot + AI Help Desk + Proactive Support tools into one seamless platform. Founded in 2011 and backed by leading venture capitalists, including Kleiner Perkins, Bessemer Venture Partners and Social Capital, Intercom is on a mission to make internet business personal. Our products are great to sell, because they're loved by our customers. We received a “Top Rated” for Live Chat on Trustradius, and we’re a Top 50 product for Small Businesses on G2 - we think these awards speak for themselves.
Why Work With Us
We're a more established company that still feels like a start-up environment. We operate and innovate quickly. Employees have the opportunity to take big bets, make signficiant impact, and advance in their careers.
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